Steven, I don't know if this idea will help, but we use a Custom Field we call "CFO-Org" and when someone sends in an email, CommandByMail allows us to set that field and we use that value against an array of possible values in a scrip to set the owner for the ticket. It's a variation of using a value in the Subject field, except that it's a Custom Field value set by using CommandByMail. Hope this helps.
Kenn LBNL On Wed, Sep 8, 2010 at 6:24 AM, Steven Platt <[email protected]>wrote: > Hi, > > I'm trying to achieve this using a chopped version of > http://wiki.bestpractical.com/view/SetOwnerAndQueueBySubject and some > wisdom clipped from elsewhere in the wiki (some of the scrips pages, I > forget exactly which), and here is what I have: > > Condition: On Create > Action: User defined > Template: Global template:blank > Stage: TransactionCreate > > Custom prep code > ---------------- > > $t_org = $self->TransactionObj->CreatorObj->__Value('Organization'); ## > also tried $t_org = $self->TransactionObj->CreatorObj->Organization; > if ( $t_org !~ /(VRD|GEZI)/i ) { return 0; } > else { return 1; } > > > Custom cleanup code > ------------------- > > $t_org = $self->TransactionObj->CreatorObj->__Value('Organization'); ## > also tried $t_org = $self->TransactionObj->CreatorObj->Organization; > if ( $t_org =~ /VRD/i ) { $newowner = "owner.a"; } > if ( $t_org =~ /GEZI/i ) { $newowner = "owner.b"; } > my $T_Obj = $self->TicketObj; > > $RT::Logger->info("Auto assign ticket #". $T_Obj->id ." to user #". > $newowner ); > my ($status, $msg) = $self->TicketObj->SetOwner( $newowner ); > unless( $status ) { > $RT::Logger->error( "Impossible to assign the ticket to $newowner: > $msg" ); > return undef; > } > return 1; > > > ...but it appears to have no effect on the ticket whatsoever. Can anyone > point me in the right direction? > > Also, I'm testing this by generating dummy tickets on our production > (and only) instance of RT. This can't be the recommended method of scrip > testing, can it!! > > TIA > > Steve > HPA Bioinformatics > UK > ----------------------------------------- > ************************************************************************** > The information contained in the EMail and any attachments is > confidential and intended solely and for the attention and use of > the named addressee(s). It may not be disclosed to any other person > without the express authority of the HPA, or the intended > recipient, or both. If you are not the intended recipient, you must > not disclose, copy, distribute or retain this message or any part > of it. This footnote also confirms that this EMail has been swept > for computer viruses, but please re-sweep any attachments before > opening or saving. HTTP://www.HPA.org.uk > ************************************************************************** > > RT Training in Washington DC, USA on Oct 25 & 26 2010 > Last one this year -- Learn how to get the most out of RT! >
RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this year -- Learn how to get the most out of RT!
